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This section describes the information that must be included when reporting any issues to the technical support. Depending on the type of issue, the required information is different. Additional information may be requested by the technical support afterwards.
A POI doesn’t get a newly deployed configuration
In this case, a few things could have gone wrong.
The deployment failed
The configuration building process failed
Atheos Gateway could not deliver the configuration
The deployment failed
The deployment may have failed in Atheos Server. Depending on the failure message, more artifacts might be required. So, any incident report shall include:
the Detailed View of the all the related Application Log Entries which include success and failure messages
The configuration building process failed
The POI configuration has not been created. Take note that a POI configuration will be made available up to 2 minutes after it has been deployed. The artifacts to join to the incident report are:
AtheosGateway Controller Logs. Their location and an example are given below.
AtheosGateway Controller command files. Their location and an example are given below.
Atheos Gateway could not deliver the configuration
Any messages exchanged between the POI and AtheosGateway. Their location and an example are given below.
UI Crashes
UI crashes mainly happen when a user tries to perform an action using the UI and an issue with the application triggers a UI crash. These issue shall always be reported to the technical support.
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A description of what the user was trying to accomplish and what was the expected results.
The URL on which the error occurred.
A screenshot of the crash dump. An example is given below.
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Security Violation Application Log Entry
The application log can be access using the Atheos UI under System Admin. >> Application Logs. The detailed view of an Application Log Entry related to a Security Violation looks like:
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